As managed accounts comprise up to half of a utility’s load and revenue base, utilities have developed key account management (KAM) programs to ensure
these accounts receive the service and value-added support they desire. KAM programs offer personal services such as energy advising, rate analysis and introduction to offerings from a utility rep familiar with the customer’s business and industry. Effective KAM programs increase customer satisfaction and engagement, and contribute to local economic development by helping attract and retain new businesses.
The Utility Managed Account Performance report delves into the drivers of successful account management, uncovering what makes a great KAM program. The report explores the offerings customers desire and how they want to do business with their utility, customer perceptions of their utility and provides guidance on how to improve KAM programs. The Utility Managed Account Performance report includes a performance assessment and benchmarking of individual utility KAM programs, an evaluation of key account representatives, satisfaction scoring and measures of customer engagement.
The report will enable subscribers to:
Boost Customer Satisfaction
Measure and improve customer satisfaction among your key accounts
Benchmark KAM Programs
Benchmark your performance among peers to identify areas of focus
Determine demand for your offerings for this critical customer segment
KAM Program Measurements
KAM Program Outcomes
Publication Date: December 2020